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diff --git a/docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md b/docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md deleted file mode 100644 index 9c69ee915..000000000 --- a/docs/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md +++ /dev/null @@ -1,147 +0,0 @@ -# Troubleshoot Agent-Cloud connectivity issues - -Learn how to troubleshoot connectivity issues leading to agents not appearing at all in Netdata Cloud, or -appearing with a status other than `live`. - -After installing an agent with the claiming token provided by Netdata Cloud, you should see charts from that node on -Netdata Cloud within seconds. If you don't see charts, check if the node appears in the list of nodes -(Nodes tab, top right Node filter, or Manage Nodes screen). If your node does not appear in the list, or it does appear with a status other than "Live", this guide will help you troubleshoot what's happening. - - The most common explanation for connectivity issues usually falls into one of the following three categories: - -- If the node does not appear at all in Netdata Cloud, [the claiming process was unsuccessful](#the-claiming-process-was-unsuccessful). -- If the node appears as in Netdata Cloud, but is in the "Unseen" state, [the Agent was claimed but can not connect](#the-agent-was-claimed-but-can-not-connect). -- If the node appears as in Netdata Cloud as "Offline" or "Stale", it is a [previously connected agent that can no longer connect](#previously-connected-agent-that-can-no-longer-connect). - -## The claiming process was unsuccessful - -If the claiming process fails, the node will not appear at all in Netdata Cloud. - -First ensure that you: -- Use the newest possible stable or nightly version of the agent (at least v1.32). -- Your node can successfully issue an HTTPS request to https://app.netdata.cloud - -Other possible causes differ between kickstart installations and Docker installations. - -### Verify your node can access Netdata Cloud - -If you run either `curl` or `wget` to do an HTTPS request to https://app.netdata.cloud, you should get -back a 404 response. If you do not, check your network connectivity, domain resolution, -and firewall settings for outbound connections. - -If your firewall is configured to completely prevent outbound connections, you need to whitelist `app.netdata.cloud` and `mqtt.netdata.cloud`. If you can't whitelist domains in your firewall, you can whitelist the IPs that the hostnames resolve to, but keep in mind that they can change without any notice. - -If you use an outbound proxy, you need to [take some extra steps]( https://github.com/netdata/netdata/blob/master/claim/README.md#connect-through-a-proxy). - -### Troubleshoot claiming with kickstart.sh - -Claiming is done by executing `netdata-claim.sh`, a script that is usually located under `${INSTALL_PREFIX}/netdata/usr/sbin/netdata-claim.sh`. Possible error conditions we have identified are: -- No script found at all in any of our search paths. -- The path where the claiming script should be does not exist. -- The path exists, but is not a file. -- The path is a file, but is not executable. -Check the output of the kickstart script for any reported errors claiming and verify that the claiming script exists -and can be executed. - -### Troubleshoot claiming with Docker - -First verify that the NETDATA_CLAIM_TOKEN parameter is correctly configured and then check for any errors during -initialization of the container. - -The most common issue we have seen claiming nodes in Docker is [running on older hosts with seccomp enabled](https://github.com/netdata/netdata/blob/master/claim/README.md#known-issues-on-older-hosts-with-seccomp-enabled). - -## The Agent was claimed but can not connect - -Agents that appear on the cloud with state "Unseen" have successfully been claimed, but have never -been able to successfully establish an ACLK connection. - -Agents that appear with state "Offline" or "Stale" were able to connect at some point, but are currently not -connected. The difference between the two is that "Stale" nodes had some of their data replicated to a -parent node that is still connected. - -### Verify that the agent is running - -#### Troubleshoot connection establishment with kickstart.sh - -The kickstart script will install/update your Agent and then try to claim the node to the Cloud -(if tokens are provided). To complete the second part, the Agent must be running. In some platforms, -the Netdata service cannot be enabled by default and you must do it manually, using the following steps: - -1. Check if the Agent is running: - - ```bash - systemctl status netdata - ``` - - The expected output should contain info like this: - - ```bash - Active: active (running) since Wed 2022-07-06 12:25:02 EEST; 1h 40min ago - ``` - -2. Enable and start the Netdata Service. - - ```bash - systemctl enable netdata - systemctl start netdata - ``` - -3. Retry the kickstart claiming process. - -> ### Note -> -> In some cases a simple restart of the Agent can fix the issue. -> Read more about [Starting, Stopping and Restarting the Agent](https://github.com/netdata/netdata/blob/master/docs/configure/start-stop-restart.md). - -#### Troubleshoot connection establishment with Docker - -If a Netdata container exits or is killed before it properly starts, it may be able to complete the claiming -process, but not have enough time to establish the ACLK connection. - -### Verify that your firewall allows websockets - -The agent initiates an SSL connection to `app.netdata.cloud` and then upgrades that connection to use secure -websockets. Some firewalls completely prevent the use of websockets, even for outbound connections. - -## Previously connected agent that can no longer connect - -The states "Offline" and "Stale" suggest that the agent was able to connect at some point in the past, but -that it is currently not connected. - -### Verify that network connectivity is still possible - -Verify that you can still issue HTTPS requests to app.netdata.cloud and that no firewall or proxy changes were made. - -### Verify that the claiming info is persisted - -If you use Docker, verify that the contents of `/var/lib/netdata` are preserved across container restarts, using a persistent volume. - -### Verify that the claiming info is not cloned - -A relatively common case we have seen especially with VMs is two or more nodes sharing the same credentials. -This happens if you claim a node in a VM and then create an image based on that node. Netdata can't properly -work this way, as we have unique node identification information under `/var/lib/netdata`. - -### Verify that your IP is not blocked by Netdata Cloud - -Most of the nodes change IPs dynamically. It is possible that your current IP has been restricted from accessing `app.netdata.cloud` due to security concerns, usually because it was spamming Netdata Coud with too many -failed requests (old versions of the agent). - -To verify this: - -1. Check the Agent's `aclk-state`. - - ```bash - sudo netdatacli aclk-state | grep "Banned By Cloud" - ``` - - The output will contain a line indicating if the IP is banned from `app.netdata.cloud`: - - ```bash - Banned By Cloud: yes - ``` - -2. If your node's IP is banned, you can: - - - Contact our team to whitelist your IP by submitting a ticket in the [Netdata forum](https://community.netdata.cloud/) - - Change your node's IP |